17 years helping Australian businesses
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SysAid
What Is SysAid?
SysAid is the next-gen of AI-Powered Help Desk platforms: a comprehensive solution with generative AI implemented into every element of service management, all wrapped up in an intuitive, fully conversational user experience. Empowering organizations to deliver exceptional service – automagically. This delights employees with a reliable, easily accessible, and incredibly convenient service experience. Frees up admins so they can focus on more strategic tasks. And liberates organizations to unleash their true potential.
Employees are no longer left frustrated by clunky interfaces or long wait times. SysAid delivers a fully conversational user experience, allowing them to interact with the help desk through chat, email, familiar platforms like Teams, or a self-service portal.
The impact goes beyond efficiency. SysAid fosters a culture of exceptional service. Employees consistently receive reliable, easily accessible support, boosting morale and productivity.
Who Uses SysAid?
We serve organizations of all sizes and industries, from SMBs to Fortune 500 companies. Every SysAid edition, from Help Desk to ITSM, can be customized according to the needs of your business.
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Reviews of SysAid
We can track resolved incidents and help customers solve them quickly
Comments: The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.
Pros:
Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.
Cons:
Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.
Effective Management with Room to Grow
Comments: My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options.
Pros:
What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members.
Cons:
What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended.
Do not use Sysaid unless been forced
Comments: I have purchased Sysaid back in 2019, but I do regret it.
Pros:
Application itself is not bad,it works well from time to time
Cons:
Technical support is below any professional standard
SysAid Technologies Response
2 months ago
Dear Dragan, We would like to thank you for bringing this to our attention. We’re truly sorry that you had a negative experience as we set a high standard for ourselves and do not take feedback like yours lightly. It is unfortunate to hear this was not met in your interactions with our Customer Care team. As you can see from our other reviews, we are proud to take ownership and care deeply about our customers. We can’t fix the past but you have my personal commitment to improve your experience going forward. Our team lead [Kimberly Sauder] will be reaching out shortly to connect offline with you to discuss your pain points and we hope to have an opportunity to turn your experience around for the duration of your annual term with us. Many thanks, Francis Li CCO
Alternatives Considered:
COST EFFECTIVE ITSM TOOL
Comments: It has been a wonderful journey with SysAid
Pros:
I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.
Cons:
There is more room for improvement on the software product module
Alternatives Considered:
SysAid best helpdesk software hands down
Comments: my experience has been nothing but positive. the software works like it should and if I run into trouble the support is excelent
Pros:
ease of use, patch management, remote support and asset tracking. SysAid's support is second to none
Cons:
I have nothing bad to say about their product, it does everything that I need
